IT Senior Service Desk Analyst

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established charity organization is seeking an IT Senior Service Desk Analyst to join their dynamic IT department. This role involves providing 2nd level technical support for a variety of devices and contributing to service improvement initiatives. The ideal candidate will have a degree or equivalent experience, along with ITIL 4 Foundation certification. This position offers an opportunity to work in a supportive environment, assisting colleagues and IT suppliers, while ensuring a high level of service delivery across multiple locations. If you are passionate about IT support and service excellence, this role is perfect for you.

Qualifications

• Educated to degree level or with equivalent practical experience.
• Minimum of ITIL 4 Foundation certification required.

Responsibilities

• Provide 2nd level technical escalation support for unresolved issues.
• Support various devices and desktop operating systems.
• Contribute to continual service improvement initiatives.

Skills

Technical Support

ITIL 4 Foundation

Service Desk Management

Device Support (Thin Clients, Laptops, Chromebooks, Mobiles)

System Automation

Education

Degree Level Education

Equivalent Practical Experience

Job description

Job Title: IT Senior Service Desk Analyst

The IT department is seeking a talented IT Senior Service Desk Analyst who enjoys working in a dynamic environment. This is a new and exciting role reporting to the IT Service Desk Manager.

Working Hours

Minimum of 35 hours per week, with at least 40% of work hours across each month at the Territorial Headquarters in London.

Interview Date

To be confirmed.

Role Overview

The IT Service Desk is the first point of contact for colleagues and IT suppliers within The Salvation Army in the UK & Ireland (UKI) Territory. The team provides 24x7 services through a combination of internal staff and outsourced contracts, supporting multiple locations and handling an average number of requests daily.

Responsibilities

• Provide 2nd level technical escalation support for issues unresolved by first-level analysts.
• Support a range of devices including Thin Clients, Laptops, Chromebooks, mobiles, and Macs, covering desktop OS and security.
• Contribute to continual service improvement by developing processes, procedures, and automation systems.

Qualifications

Educated to degree level or with equivalent practical experience. Minimum of ITIL 4 Foundation certification, with evidence of ongoing ITIL learning, and/or a Service Desk Institute certification.

About The Salvation Army

As both a Church and a Charity, The Salvation Army puts faith into action by offering practical help without discrimination, supporting vulnerable individuals, and fighting injustice.